VP, Enterprise & Digital Platforms

Position summary:
The VP, Enterprise & Digital Platforms is accountable for the strategy, governance, delivery, operation, and continuous improvement of the company’s core enterprise and digital technology platforms within a regulated financial payments environment. The portfolio includes ServiceNow, Workday, Salesforce, SAP Ariba, the corporate website powered by Storyblok, Shopify, and enterprise observability capabilities including Dynatrace.
This role combines enterprise platform leadership, process engineering, workflow automation, observability, IT asset lifecycle management, digital experience, operational resilience, and technology risk management. The VP will ensure platforms are secure, resilient, cost-effective, well-controlled, integrated, and aligned with business growth.
Operating within a lean technology organization, this leader will balance strategic leadership with hands-on engagement and partner closely with Technology, Operations, Finance, HR, Procurement, Sales, Marketing, Risk, Compliance, Security, Legal, and Audit.
Essential Functions and Responsibilities:
Enterprise & Digital Platform Strategy
Define and execute the enterprise platform strategy, roadmap, and investment priorities aligned with company growth, business objectives, regulatory requirements, and risk appetite.
Provide executive technology ownership and governance for ServiceNow, Workday, Salesforce, SAP Ariba, Storyblok, Shopify, Dynatrace, and associated capabilities.
Establish clear standards for platform ownership, architecture, integration, security, data, configuration, customization, lifecycle management, and controls.
Drive simplification of the technology landscape by reducing unnecessary applications, integrations, customization, and technical debt.
Establish an out-of-the-box-first, configuration-over-customization approach across strategic SaaS platforms.
Maintain a pragmatic multi-year roadmap balancing business demand, innovation, risk, technical debt, cost, and available resources.
Platform Ownership & Business Enablement
ServiceNow: Lead strategy across ITSM, ITOM, ITAM, CMDB, service mapping, workflow automation, event management, and related enterprise capabilities.
Workday: Partner with HR to optimize employee lifecycle processes, workflow, reporting, data quality, controls, and employee experience.
Salesforce: Partner with commercial teams to improve CRM, customer lifecycle management, sales effectiveness, service, workflow automation, and customer insights.
SAP Ariba: Partner with Finance and Procurement to improve sourcing, purchasing, supplier management, spend visibility, controls, and source-to-pay processes.
Storyblok / Corporate Website: Partner with Marketing and Communications to deliver secure, high-performing, accessible, and flexible corporate digital experiences.
Shopify: Provide technology leadership for digital commerce capabilities, ensuring appropriate security, scalability, payment integration, and operational controls.
Process Engineering, Automation & AI
Lead process engineering and optimization initiatives across the platform portfolio, identifying manual processes, control gaps, service failure points, and opportunities for standardization.
Design scalable and auditable workflows integrating business, service, asset, customer, employee, and operational data.
Leverage native platform automation capabilities before introducing additional applications or custom development.
Identify high-value opportunities to apply AI, generative AI, and intelligent automation across employee, customer, procurement, sales, and technology workflows.
Partner with Security, Risk, Compliance, Legal, and Data teams to ensure appropriate governance of AI-enabled capabilities.
Measure automation and AI investments through productivity, service, customer experience, risk-reduction, and financial outcomes.
IT Asset Management, Observability & Operational Resilience
Provide governance over hardware, software, cloud, virtual, and other technology asset lifecycle processes within ServiceNow.
Ensure asset information supports CMDB integrity, service mapping, security, financial management, license compliance, and operational decision-making.
Partner with Finance, Procurement, Security, and Vendor Management to improve asset utilization, cost transparency, and software license optimization.
Establish the enterprise approach to observability, monitoring, event management, and service health.
Own ServiceNow ITOM Event Management capabilities, including event ingestion, correlation, prioritization, noise reduction, and automated response.
Integrate Dynatrace and other monitoring technologies with ServiceNow to provide application, infrastructure, service, and digital-experience visibility.
Ensure monitoring and observability support incident management, root-cause analysis, business continuity, disaster recovery, and operational resilience.
Architecture, Integration & Data
Establish practical architecture and engineering standards across the enterprise platform portfolio.
Promote secure, reusable, API-first integration patterns and reduce fragile point-to-point integrations.
Establish standards for identity and access, data exchange, integrations, APIs, environments, and platform configuration.
Ensure platform data is accurate, governed, and available for operations, reporting, analytics, automation, and AI.
Partner with Architecture, Cybersecurity, Infrastructure, Data, and Engineering teams to maintain a scalable target-state architecture and manage technical debt.
Security, Risk & Compliance
Embed security, regulatory, privacy, risk, and audit requirements into platform architecture, workflows, integrations, and lifecycle processes.
Partner closely with Cybersecurity, Risk, Compliance, Legal, Privacy, Internal Audit, and external auditors.
Ensure effective identity and access management, privileged access, segregation of duties, data protection, change controls, and audit trails.
Support audits, risk assessments, regulatory examinations, and remediation activities with appropriate documentation and system evidence.
Support applicable requirements including PCI DSS, SOX, SOC, data privacy, and internal technology-control standards.
Ensure critical platforms meet established business continuity, disaster recovery, and operational resilience requirements.
Delivery & Operational Excellence
Accountable for platform availability, performance, reliability, security, and supportability.
Establish appropriate SLAs, SLOs, KPIs, operational dashboards, and escalation procedures.
Oversee demand intake, prioritization, solution design, development, testing, release, and post-implementation validation using pragmatic Agile/SDLC practices.
Ensure upgrades, patches, and releases receive appropriate testing, validation, security review, and business sign-off.
Drive effective incident, problem, change, release, and root-cause management.
Balance delivery speed with appropriate security, risk, regulatory, and operational controls.
Team, Vendor & Financial Leadership
Build and lead a lean, high-performing enterprise and digital platforms organization with clear accountability and strong business alignment.
Develop platform owners, administrators, developers, analysts, and process engineers while determining the appropriate balance of internal capabilities and external partners.
Manage strategic SaaS providers, systems integrators, managed service providers, consultants, and technology partners.
Hold vendors accountable for service quality, security, delivery, contractual obligations, cost, and business outcomes.
Partner with Finance and Procurement on licensing, renewals, negotiations, and investment decisions.
Optimize license utilization and total cost of ownership while avoiding excessive vendor dependency.
Develop talent, succession plans, and a culture of ownership, collaboration, continuous improvement, and accountability.
Stakeholder Engagement & Performance Management
Serve as a trusted technology advisor to senior business and technology leaders.
Translate business, operational, financial, security, and regulatory requirements into scalable technology capabilities.
Communicate platform health, resilience, risk, delivery, investment priorities, and cost optimization to executive leadership.
Establish meaningful KPIs covering platform reliability, asset and CMDB health, event quality, process automation, delivery performance, security and audit findings, adoption, vendor performance, and cost.
Use platform and observability data to drive problem management, root-cause analysis, optimization, and continuous improvement.
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Additional responsibilities include:
Work closely with internal and external partners to guarantee continuous infrastructure availability
Suggest and implement continuous improvement, automation efforts across the end user ecosystem.
First contact to stakeholders and clients pertaining to user support requests.
Provide technical advice and industry best practices related to end user computing technologies.